Fair Housing Essentials for Service Professionals

Overview:

At most communities, the maintenance professionals have the most contact with residents and are therefore most likely to be involved in a fair housing issue. Many fair housing complaints arise from team members trying to be helpful, not being aware of proper procedure, or just plain ignorance of fair housing compliance protocols. While it’s impossible to prevent all fair housing complaints, regularly scheduled training of everyone in a customer-facing role can lessen the possibility of being named in a fair housing complaint.

Are your maintenance professionals trained to effectively and appropriately answer the most common questions asked by those residents and prospects? 

To ensure fair housing compliance, it is essential that everyone on the maintenance team is able to respond to the most commonly asked questions with a fair housing friendly answer, even if that answer is simply to direct the question to the manager!

Why you should Attend:

• Ensure awareness of current Fair Housing requirements and suggested strategies for effective compliance
• Learn how to effectively answer the most commonly asked questions heard by maintenance professionals
• Understand special considerations required for the effective practice of fair housing by maintenance staff

Areas Covered in the Session:

• Service Professionals as the "Face of the Company"
• A brief history of Fair Housing
• What is Fair Housing compliance?
• The protected categories
• What is discrimination?
• The importance of standardized policies and procedures
• The importance of documentation
• The importance of consistency: no favoritism, no discrimination
• All things disability-related: definitions, accommodations, modifications, “special treatment”
• Interactions with residents and prospects
• How to answer the most common questions heard by maintenance  professionals
• Best practices for compliance.

Who Will Benefit:

• Community Manager/Director 
• Maintenance Supervisor 
• Maintenance Technician 
• Multi-site Manager (Area Regional) 
• Training Professionals